Claims Handler

DisasterCare Platinum; Greater London; On-site; GBP 21,000 - 29,000; Full time

Job summary

Disaster Care seeks a Claims Handler to support proactive processing of domestic household and commercial property claims across Mansfield, London/Capital, and Scotland West branches.

You will manage claims from cradle to grave, coordinating with insurers, loss adjusters and customers to ensure timely, accurate updates and invoicing while delivering high service levels.

Qualifications

• Knowledge of claims processes or experience in a customer-facing/office role.
• Highly organised with strong attention to detail.
• Ability to manage complex situations and meet deadlines.
• Empathy, tact, and diplomacy when dealing with distraught customers.
• Excellent problem-solving abilities and decision-making.

Responsibilities

• Take reports of new claims from insurers, loss adjusters, restoration professionals and allocate the claim to a branch.
• Close liaison with insurers, loss adjusters, restoration professionals and the public throughout the claim lifecycle.
• Answer and manage all calls in an efficient, professional and patient manner.
• Identify and respond to customer needs, proactively communicating to reduce the number of support calls.
• Provide support for restoration technicians, communicating challenges and helping to solve issues.
• Update the online claims management system (OCMS) and other online systems.
• Manage claims from cradle to grave, ensuring timely closure and clear invoicing.
• Identify and handle complaints and elevate to the team leader as necessary.
• Liaise with the finance team to understand and improve invoicing outcomes.
• Ensure processing deadlines are met as required.
• Develop technical knowledge to support technicians and insurance companies.
• Other duties as delegated by the line manager.

Skills

Claims knowledge

Organised

Complex situations

Empathy & diplomacy

Problem-solving

Decision making

Workload management

Customer service

Communication skills

Team player

Service delivery

Job description

National Campaign - current vacancies within Mansfield branch, London/Capital branch and Scotland West branch.

Disaster Care is a nationwide specialist in disaster recovery and damage restoration. We work with Aviva and their policyholders following fire, flood, escape of water, accidental damage, and the full range of property loss events that disrupt lives and homes.

We are looking for individuals to join our claims team whose main priority is to deliver the high service levels we have a reputation for, to the properties and individuals we service.

The purpose of this role is to support the pro-active and accurate processing of domestic household and commercial property claims. The Claims Handler is responsible for managing the claim throughout its lifecycle ensuring that all parties are kept informed of progress.

Responsibilities

• Take reports of new claims from insurance companies, loss adjusters, restoration professional and allocate the claim to one of our branches.
• Close liaison with insurers, loss adjusters, restoration professionals and the public throughout the claim lifecycle.
• Answer and manage all calls in an efficient, professional and patient manner.
• Identify and respond to customer needs, proactively communicating to reduce the number of support calls.
• Provide support for our restoration technicians, communicating challenges and helping to problem solve any issues.
• Update the online claims management system (OCMS) and any other online system.
• Manage claims from cradle to grave, ensuring they are closed in a timely manner and that subsequent invoicing is clear and consistent.
• Identify and handle complaints and elevate to the team leader as necessary.
• Liaise closely with the finance team to understand and improve invoicing outcomes.
• Ensure processing deadlines are met as required
• Develop technical knowledge in order to support technicians and insurance companies
• Other duties as delegated from time to time by your line manager or any other person designated in their absence.

Requirements

• Knowledge or experience of claims is ideal however we can consider candidates who have experience of working in a customer facing/office environment
• Highly organised, good level of attention to detail and can prioritise a busy workload
• Ability to manage complex situations
• Ability to utilise qualities such as empathy, tact, assertiveness and diplomacy when talking to our customer understanding that our customer could be distraught and concerned following an incident.
• Excellent problem-solving abilities
• Aptitude to make real time decisions based on changing information
• Ability to manage own workload and work under pressure to meet deadlines
• Commitment to the customer environment
• Excellent communication skills both written and verbal
• Team player – willing to share knowledge with others
• Passionate about service delivery excellence.

If you need any adjustment or support when applying for this position, please email [e-mail]